Title: Customer Segments Lead (Program Management & Operations)

Location: Toronto - Hybrid (In-office Tuesdays & Thursdays)

Start Date: ASAP

Pay Rate: $35-$40

Duration: 24 months

Hours: 37.5/week

Are you passionate about improving the banking experience for newcomers to Canada? Join our dynamic Operations team as a Lead, Customer Segments, where you'll drive meaningful change in how we serve New to Canada (NTC) customers.

Reporting to the Customer Segments Manager, you'll lead the execution of cross-functional initiatives, manage program operations, and be the go-to expert for escalations and enhancements within the NTC space.

What You'll Do:

• Manage and resolve escalations related to NTC customer accounts
• Lead impact assessments on policy, regulatory, or process changes
• Oversee execution of change management plans with cross-functional teams
• Maintain dashboards and monthly performance metrics
• Update internal and external program documentation
• Collaborate with Digital teams to develop requirements and perform UAT

What You Bring:

• 5+ years of experience in Retail Banking (Product, Operations, Branch, or Customer Service)
• Strong understanding of retail banking products and operations
• Analytical mindset with keen attention to detail
• Proven ability to lead cross-functional projects
• Bachelor's degree

Bonus Points If You Have:

• Strong relationship management skills
• Advanced PowerPoint & Excel abilities
• A collaborative, adaptable, and self-driven mindset

If you're ready to shape the future of personal banking for newcomers and thrive in a high-impact, fast-paced environment, we'd love to hear from you.